Lessons from Emma's Sofia Marques on Optimizing Global E-Commerce Operations
100% carrier coverage for 20+ countries
45% reduction in untraceable parcels
OTIF (on-time in-full) deliveries doubled
Reduced manual workload and WISMO inquiries
Significant cost savings through streamlined operations
About the Customer
Emma Sleep GmbH, headquartered in Frankfurt, Germany, is a leading global sleep technology company dedicated to improving sleep quality worldwide. The company offers a range of innovative products designed for optimal rest and recovery, including mattresses and sleep accessories.
With a strong commitment to research and development, Emma has received numerous awards and accolades for its products. The company operates in over 20 countries, delivering exceptional sleep experiences to customers around the globe.
Emma Sleep's rapid international expansion across diverse geographical markets brought logistical challenges. Managing a complex network of global carriers required a solution for tracking shipments from various locations, ensuring accurate revenue recognition across borders, and maintaining a consistent customer experience worldwide.
Manage a diverse carrier network
Each carrier had different service levels and performance standards, making it difficult to maintain consistency and efficiency.
Track shipments from decentralized distribution centers
This caused difficulties in monitoring parcels, confirming deliveries, and reconciling shipments, leading to operational inefficiencies.
Ensure accurate revenue recognition
Emma needed to confirm each order's fulfillment to prevent losses from undelivered or mismanaged shipments.
Maintain a consistent customer experience
Inconsistent tracking capabilities and delivery performance across different carriers impacted customer satisfaction and brand perception.
"Managing our post-purchase processes, especially ensuring consistent tracking and operational transparency was very challenging. We ship to customers in over 20 countries using a vast network of carriers and from multiple distribution centers."
The Parcel Perform Solution:
To overcome the challenges posed by their rapid global expansion and diverse carrier network, Emma Sleep partnered with Parcel Perform to implement their Post-Purchase Experience. Recognizing Emma Sleep's need for a tailored solution, Parcel Perform took a personalized approach, working closely with them to ensure seamless integration with their existing systems and address their specific pain points, ultimately maximizing the value of the partnership.
Enhanced Shipment Tracking
Real-time visibility into every shipment, regardless of carrier or destination, empowered proactive delivery monitoring, identifying potential delays, and providing customers with accurate updates.
Comprehensive Data and Reporting
Data and reporting allowed analysis of carrier performance, identification of delivery exceptions, and data-driven optimization of logistics. Key metrics enabled informed carrier selection and improved efficiency.
Streamlined Reconciliation
Automated reconciliation ensured accurate delivery confirmation and simplified reconciliation, improving financial transparency and preventing revenue loss. This enhanced operational efficiency and provided greater logistics control.
"Parcel Perform has played a significant role in this improvement, being a close partner and demonstrating continuous effort on the resolution of the existing problems and maintenance of integration stability."
Emma Sleep's order tracking page ensured a consistent customer experience alongside accurate delivery tracking information that kept customers informed.
Real-time parcel tracking data enabled Emma Sleep to proactively monitor their shipments and identify issues or bottlenecks.
Comprehensive carrier performance data and simple reports unlocked operational efficiency and visibility for Emma Sleep.
The Impact:
By implementing Parcel Perform's Post-Purchase Module, Emma Sleep transformed its logistics operations, achieving significant improvements and operational efficiency. The solution provided them with the tools and data necessary to gain control and visibility over their logistics operations, enhance customer satisfaction, and streamline their processes.
"The collaboration model that Emma and Parcel Perform built throughout the last months has significantly improved the quality of Emma’s last mile data, with intangible consequences on Emma’s ability to steer external last mile partners, provide order status visibility to end-customers, and further improve internal operational processes."
Improved Operational Efficiency
Gained full visibility over its entire post-purchase journey, ensuring that every order is tracked and accounted for, regardless of the carrier or country of destination.
Data-Driven Decision Making
Leveraged data and reporting capabilities to better understand logistics operations, identify bottlenecks, and optimize carrier performance, reducing delays and improving delivery times.
Enhanced Customer Experience
Provided accurate and up-to-date tracking information to customers, leading to a smoother post-purchase experience, higher levels of customer satisfaction, and increased brand trust.
Increased Carrier Coverage
Improved carrier coverage from 92% to 100%, providing complete visibility into carrier data across all 20 countries.
Improved Order Traceability
Reduced the number of untraceable parcels by 45% in just six months, improving the accuracy and reliability of their delivery data.
Improved On-Time In-Full (OTIF)
Doubled their OTIF (On-Time In-Full) metric, demonstrating increased reliability of promised delivery dates and the ability of their supply chain to meet those promises.
Beyond the Horizon: Emma Sleep and Parcel Perform's Roadmap for Delivery Excellence
As Emma Sleep continues to grow and expand its global reach, Parcel Perform will play a crucial role in supporting their ongoing logistics optimization and customer satisfaction initiatives. Both companies are committed to a long-term partnership focused on continuous improvement and innovation in the post-purchase experience.
Emma Sleep is particularly interested in leveraging Parcel Perform's advanced capabilities to further enhance their delivery operations, including:
Increased POD Coverage
Expanding the use of Proof of Delivery (POD) across all integrations. This will provide even greater transparency and accountability in their delivery process, enhancing customer satisfaction and minimizing disputes.
Personalized Post-Purchase
Exploring new opportunities to personalize the post-purchase experience. This could include customized tracking pages, proactive delivery notifications, and personalized communication to keep customers informed and engaged throughout the delivery journey.
Data-Driven Optimization
Collaborating on data-driven strategies to optimize carrier performance and reduce shipping costs. By leveraging Parcel Perform's comprehensive data analytics and reporting capabilities, Emma Sleep can identify areas for improvement and make informed decisions to enhance their logistics efficiency.
Joint Innovation
Jointly developing innovative solutions to address emerging challenges in the e-commerce landscape. As the e-commerce industry continues to evolve, both companies are committed to working together to anticipate and address new challenges and opportunities in the post-purchase domain.
"Parcel Perform has been instrumental in helping us achieve operational excellence and build customer trust by providing the visibility, control, and data we need to optimize our post-purchase experience."
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